Job description:
Job Description Role Purpose
The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account.
͏ Do• Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms
• Strategy Planning with Senior Stakeholders • Collaborate with leaders to provide strategic and operational plans associated with the account
• Plan the strategy for the coming years by identifying current geographies for alternate revenue streams
• Ensure a deep enough understanding of clients individual experiences to head off potential issues before they become problems
• Contract compliance & adherence • Ensure all SLA parameters are met in the account and maintain a green card at all times
• Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited
• Monitor and review the account on various delivery parameters to ensure quality delivery as per budget and timelines
͏ • Delivery governance in the account • Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project
• Ensure a green card for all accounts in terms of performance and quality
• Monitor and review delivery dashboards/ MIS across accounts to track progress and identify potential red flags
• Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders
• Lead and manage project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage
• Ensure regular invoicing as per the contract terms and condition
• Forecast and track key account metrics
• Invoicing• Timely submission of invoices to the
📌 MID LEVEL MANAGER (Pune)
🏢 Wipro
📍 Pune